Stefanini North America and APAC | Voice Engineer | wilmington, nc

3 weeks ago


wilmington, United States Stefanini North America and APAC Full time

Responsibilities:

• Perform Telecommunications administration tasks as needed.

• Handle incident and service request escalations while resolving within agreed Service Level Agreements.

• Provide advanced level support and coordinate resources to assess and resolve outage level incidents.

• Perform in-depth postmortem root cause analysis of resolved incidents.

• Participate in performing change activities while following change management procedures.

• Oversee change management activities and coordinate resources to prevent business impact.

• Provide remote and onsite afterhours support as needed.

• Collaborate with business teams on projects, including M&A work and occasionally travel if required.

• Participate in user acceptance testing of new technology.

• Build knowledge management through creating knowledge articles and presentation sessions.


Required skills:

• Knowledge and understanding of telephony and voice systems.

• Knowledge in Cisco Call Manager, Unity, and Voice Gateways mandatory.

• Knowledge in Cisco Contact Center Enterprise / Express systems is a plus.

• Knowledge in IPC Turret Systems is a plus.

• Knowledge in Verint Recording Platforms is a plus.

• Ability to function in a fast-paced organization.

• Strongly motivated, willingness to tackle issues and eager to learn.

• Strong analytical and troubleshooting skills accompanying creative thinking to solve problems and accomplish goals.

• Expertise in end user interaction, able to manage expectations with ability to establish trust and confidence.

• Experience working with other business groups and vendors to resolve telephony related issues.

• Experience working with carriers to resolve circuit related issues.

• Experience participating in project work requiring collaboration with other business groups or vendors.

• Familiarity with change management processes.

• Experience using Microsoft Office products.

• 5 plus years of experience working with Cisco IP Telephone Systems.

• Strong written and verbal communication skills.

• Previous experience in financial services is a plus.

• College Degree preferred, comparable technical degree or equivalent experience.



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